Cards Experience Guide: Disputes, AI Insights & Hybrid Work

bunq; Amsterdam; Hybrid; EUR 48,000 - 64,000; Full time

Benefits offered by this job

Hybrid work arrangement

Digital Nomad program

Travel budget

Learning budget €1500

MacBook provided

Vegan/vegetarian lunches

Optional pension plan

Pre-employment screening

Job summary

bunq is seeking a Cards Experience Guide to resolve disputes and support users with fast, fair outcomes. You will investigate chargebacks end-to-end, using transaction data and merchant evidence, and keep users informed with clear updates.

You will use AI tools to spot patterns and contribute to root-cause analysis while ensuring precise decisions in accordance with card scheme rules. A Dutch-Wft certification is preferred and Bunq covers the cost.

Qualifications

• Experience with card disputes, chargebacks or payment operations.
• Knowledge of Mastercard rules is a plus.
• Fluent English; native Dutch speaker.
• Wft Consumptief Krediet certificate (Dutch) preferred; Bunq covers the cost.

Responsibilities

• Resolve chargebacks end-to-end by investigating transactions, account history and merchant evidence.
• Provide clear, honest updates to users throughout their case.
• Leverage AI tools to research cases, spot patterns and suggest root causes.
• Investigate cases from different angles to reach fair, well-reasoned decisions.
• Explain complex outcomes clearly and empathetically to users.
• Accurately select reason codes and flag unclear cases rather than guessing.
• Support fast, transparent outcomes and user satisfaction.

Skills

Dispute resolution

Customer communication

Attention to detail

Data analysis

AI tooling

English fluency

Job description

bunq is seeking a Cards Experience Guide to resolve disputes and support users with fast, fair outcomes. You will investigate chargebacks end-to-end, using transaction data and merchant evidence, and keep users informed with clear updates.

You will use AI tools to spot patterns and contribute to root-cause analysis while ensuring precise decisions in accordance with card scheme rules. A Dutch-Wft certification is preferred and Bunq covers the cost.